When hiring a service professional how do you select quality workers and how is trust built over time? The tuning business is like many other service businesses. When I hire someone to work on my car of another mechanical item that I use often I do not really understand how the machine works. The repairman is the expert and I can only appreciate the result of the repair. The repair hopefully will last unless I have talked about several repair options and I have selected a less expensive one that I know will only be a temporary fix.
The fact is that I have some wonderful customers that want the piano cared for and there exists a level of trust so that I have the freedom to make the piano perform to the highest level possible in a regular visit. I encourage customers to ask questions as I work and watch me as I work if that is desired. The fact is that much of the work on the mechanics of a piano are repetitious as there are actually 88 separate machines in a piano and so if I am doing a regulation step I am doing it 88 times. It is sort of like tuning in that I am doing the same thing over and over so the customer quickly gets bored. Most, however appreciate a demonstration of a specific step and an explanation of what I am trying to achieve with the whole process.
In the end when the customer sees the result of what I do in addition to the tuning trust is built and the customer can see that the piano is being cared for over time. I explain things with as much detail as the customer desires and try to interject some new information to educate the customer about this complex machine. This openness is the real secret to building trust and then of course doing quality work. Developing better customers I believe rests on my shoulders.
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